DFC Collections Manager

DFC Collections Manager

The DFC Collections Manager is responsible for overseeing the Collections functions within the DFC Operational Team. The individual will provide leadership, coaching and supervision to front line Supervisors to achieve the department objectives regarding delinquency, loss mitigation, and call center operations, while ensuring compliance with all associated regulatory requirements at the state and federal levels. Within this capacity, they will lead a team that will support and enhance employee performance by creating and delivering effective performance improvement solutions, training, and quality assurance programs.

The DFC Collections Manager reports to the Director, Operations.

Compensation Range: $87,500 – $105,000 annually

Location: Tigard, OR (Hybrid)

Responsibilities

• Understand company and department goals, and effectively communicate goals to team members.
• Manage a staff of 30+ employees, including 4 Supervisors and various specialized Analysts.
• Develop and execute departmental vision and strategy plans to lead and manage teams in ongoing collections operations.
• Foster the highest levels of morale and productivity through proper employee selection, ongoing development and coaching, implementation of incentive programs, delegation of challenging assignments and completion of performance appraisals.
• Oversees quality procedures and calibration efforts to ensure consistency in processes and procedures across department.
• Partner with Regulatory and Compliance Teams to ensure strict adherence to, not only DFC’s Policies and Procedures, but also federal, state, and local laws and regulations including, but not limited to, FDCPA and CFPB.
• Review and monitor established performance objectives for all Collections functions; create action plans to improve results when necessary.
• Partner with Leadership Team and Risk Management to develop, implement and manage risk-based segmentation, contact, and loss mitigation strategies.
• Monitors the effectiveness of training at multiple levels including, but not limited to, employee satisfaction, improvement in job performance and calibration control processes to ensure performance consistency.
• Assist in the management of vendor relationships in conjunction with the Leadership Team by establishing business goals, communicating expectations, adjusting workload assignments, performing audits and approving strategy plans.
• Monitor all operational reports to ensure optimal performance results and adjust workload assignments as necessary.
• Comply fully with all Operational policies and procedures as well as all regulatory requirements.
• Identify, recommend, and when appropriate, implement system and process changes to improve departmental and/or vendor performance.
• Develop, assign and monitor projects to improve work environment and productivity.
• Evaluates and recommends enhancements, when necessary, to existing training curriculum to maximize department performance.
• Review and make decisions on accounts for situations outside of guidelines – examples include repossessions, vehicle abandons, repairs, recovery settlements and customer goodwill.
• Complete special projects as assigned.

Skills and Qualifications

• Prior collections management or supervisory experience required; preferably 4+ years of leading teams, coaching, developing and mentoring employees, along with 7+ years of relative consumer finance experience, with strong knowledge of collections and/or recovery operations.
• Bachelor’s degree in related field preferred
• Strong knowledge of federal and state collection laws and regulations
• Ability to thrive, prioritize work efforts and motivate self and others in a constantly changing environment.
• Excellent communication skills – interpersonal, presentation and written
• Strong PC skills including knowledge and use of MS Office (Excel, Word, Windows, etc.)

Competencies

• Does the right thing, takes action and adapts to change
• Self-motivates, believes in accountability, focuses on results, makes plans and follows through
• Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
• Thrives on a team, stays positive, lives our values

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*

• Up to 1/3 of time: standing, walking, lifting up to 25 pounds
• Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing

*Reasonable accommodations may be made to enable individuals to perform the essential functions.

NOTE: This is not necessarily an exhaustive list of responsibilities, skills, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed.

Lithia & Driveway